Full-Time Client Service Manager

The Client Services Manager has responsibility for the day-to-day management and delivery of contracted services to specific customer accounts.

This involves working across the organization to ensure all services are delivered to contractual Service Level Agreements (SLA’s) or to reasonable endeavor performance targets (contract dependent) in line with the customer requirements, and to act as the single point of contact for escalations.

There will be frequent travel to London as part of the role so the post holder will need to live in a conveniently commutable location.

The core responsibilities of the role will be to:

1. Ensure end-to-end services provided to our Customer are functioning and meet contracted service levels and quality standards.
2. Manage and develop customer relationships at senior level to maximize customer satisfaction and ensure services are in line with the customer’s IT/IS business strategy.
3. Produce a Service Performance Report and attend Customer Service Reviews.
4. Calculate Service Credits, if applicable.
5. Document, monitor, measure and improve services delivered to Customers through the use of Service Improvement Plans.
6. Escalate issues for Service teams and the Customer to ensure correct outcomes are achieved and in line with contracted services.
7. Provide excellent communication to your Customer and internal to Service teams.
8. Accept new or amended services into production and manage them to contracted service levels.
9. Understand business-critical processes and how these can be impacted by service failures, ensuring that this knowledge is cascaded through the Service teams.
10. Contribute to the development and ongoing management of the Customer Account Plan providing Service information and contract deliverables.
11. Identify new revenue opportunities and ensure these are passed to the Sales Account Managers for processing.
12. Manage risk to a point of acceptance or mitigation.
13. Ensure adherence to corporate policy, processes, procedures and guidelines.
14. Minimize Service Credit liabilities.
15. Seek to convert clients to Reference Status (where appropriate).

Skills and Experience:

• Bachelor's Degree or equivalent.
• Experience in an Engineering discipline.
• ITIL V3 as a minimum, V4 desirable.
• Excellent communication skills (written and oral).
• Excellent ability to produce Service Management documentation and Reports.
• Excellent business relationship skills.
• Experience working remotely.
• Excellent analytics and problem-solving skills.
• Experience with IT Service Management Tools.

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